Chandigarh, July 17 - Buoyed with the success of CM Window, the online grievance redressal portal, Haryana Chief Minister, Mr Manohar Lal today directed to set up additional Windows of this facility at places having large number of footfall in the State so that people could register their grievances nearer to their homes. The CM Window which is presently functional at 110 places in the State including every Sub Division for the disposal of grievances pertaining to different departments has a resolution period of just 30 days.
Mr Manohar Lal was presiding over a meeting to review the functioning of online grievance portals – CM Window, Centralized Public Grievance Redressal and Monitoring System (CPGRAMS) and Social Media Grievances Tracker (SMGT) here today.
The Chief Minister launched CM Window in December 2014 as a centralized system to address citizen grievances at a minimum possible time. This online mechanism has progressed significantly in the last 6 years and as a result of this, faith of the people in the functioning of the state government has been enhanced significantly.
In order to further improve the functioning of the CM Window, he directed the restructuring of the eminent citizen process on ground to make it more effective. He said that eminent citizens should be selected constituency wise from those 70,000 volunteers who have been registered on the portal launched by the State Government for taking their services during the COVID-19 crisis. He also directed that the eminent citizens, who assess the situation and give their feedback, should also be given unique IDs for their identification. Apart from this, an additional column of complaint against CM Window should also be created to prevent the misuse of this portal, he further directed.
It was informed that in order to take feedback from the citizens on the action taken by the concerned department on his or her complaint, the complainant also gets a call from the CM Window call centre functional at Panchkula, asking citizens if the resolution is satisfactory. It was also informed that a new feature has been added in the CM Window as a result of which, government money of Rs 4.95 crore has been recovered in the last 5 months. It was informed that the system to review complaints on the CM Window is the best in the country. Even the Government of India has appreciated the best practices of Haryana in reviewing citizens’ complaints in a video conference held recently.
It was informed that Haryana has been a top-performer on CPGRAMS and recently recognized by Department of Administrative Reforms and Public Grievances (DAPRG), Government of India. Out of total 1.1 lakh grievances received on CPGRAMS, 82,000 grievances have been resolved. Apart from this, 4,591 grievances were received on this online grievance portal during the COVID phase out of which 4,265 grievances have been disposed of.
It was also informed that SMGT Platform was launched with the objective of prompt redressal of citizen grievances received on social media. Most of the complaints received on this platform are redressed within 48 hours. It was informed that grievances regarding power, water supply, sewerage, road repair, police assistance, pension, aadhar cards, ration cards, birth/death certificates are taken up and resolved with urgency. Since the launch of SMGT in 2017, 1,13,041 complaints have been resolved out of total 1,25,873 complaints processed on this platform which constitutes about 90 per cent. To post a grievance, one just needs to tap @cmohry on twitter. It was also informed that SMGT has also resolved many grievances during COVID-19 lockdown.
Among those present in the meeting included Chief Secretary Mrs Keshni Anand Arora, Additional Principal Secretary to Chief Minister Mr Yogender Chaudhry, Project Director CM Window Dr Rakesh Gupta, Director, Information, Public Relations and Languages Department Mr P.C. Meena, OSD to Chief Minister Mr Bhupeshwar Dayal and IT Consultant to Chief Minister Mr Dhruv Majumdar.